Doorbell Offline (constantly)

[ZakkBC]

Can anyone help with identifying the problem.  Have a 2nd gen wired doorbell, bought about a month ago.  Was great but over the last 2 weeks have run into issues.  The camera constantly appears offline despite having full power (green light / detects people) and is on a great wifi network.  

Have tried a factory reset but the same issues persist.  Wondering if I have a faulty device or if it is a wifi issue that my provider insists is not the issue.

anyone have similar issues?  Appreciate any guidance

[gilleslibre · Accepted solution]

Hi! You say that you have a great wifi, is your camera relatively far from your router or mesh point if you have a mesh router?

If you do not have a mesh router, you could consider acquiring one and placing a mesh point relatively close to your camera. 

[MplsCustomer · Accepted solution]

@ZakkBC 

Does your 2nd gen doorbell appear offline in the Google Home app, on the home.google.com website, AND on a Nest Hub (if you have one)?

Do you know what your Wi-Fi signal strength is at your doorbell's location?

Since it seems your doorbell started appearing offline 2 weeks after you got it, did anything at all change in your Wi-Fi network around that time?

If you can't resolve it, you could try contacting Support using the link and instructions in the post below:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[gilleslibre · Accepted solution]

Hi! You say that you have a great wifi, is your camera relatively far from your router or mesh point if you have a mesh router?

If you do not have a mesh router, you could consider acquiring one and placing a mesh point relatively close to your camera. 

[ZakkBC]

Sadly not, its within touching distance of the router.  seemed to be an issue with the door bell, BestBuy took it back (said they’d had a few of the same issue).  Reinstalled the replacement and works great

[MplsCustomer · Accepted solution]

@ZakkBC 

Does your 2nd gen doorbell appear offline in the Google Home app, on the home.google.com website, AND on a Nest Hub (if you have one)?

Do you know what your Wi-Fi signal strength is at your doorbell's location?

Since it seems your doorbell started appearing offline 2 weeks after you got it, did anything at all change in your Wi-Fi network around that time?

If you can't resolve it, you could try contacting Support using the link and instructions in the post below:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[ZakkBC]

Thanks was a hardware issue, faulty device.

[MplsCustomer · Accepted solution]

@ZakkBC 

Also, have you tried these troubleshooting steps?

https://support.google.com/googlenest/answer/9239727

[ZakkBC]

Yeah, sadly was faulty device

[ZakkBC]

Yep, did everything we could sadly

[MichaelBurggraf]

I started having the same exact issue with a first-generation hardwired Nest doorbell that we have had installed and working for years.  I went ahead and just bought a 2nd gen version to replace it.  Boy was that a mistake.  Lower resolution, limited field of view, only works with the Home app, can't save clips of any arbitrary time.  Should have done my research, major down grade.  Oh well.

[ZakkBC]

Sucks, we were gutted lucky the replacement works (fingers crossed its a longterm fix)

[EmersonB]

Hi everyone,

@ZakkBC, thanks for reaching out here in the Community and for sharing with us about what happened. We're glad to know that you already received your replacement.

@MichaelBurggraf, we know where you're coming from. We know that some features of the Nest app are not available in the Google Home app. The new Nest Cameras and Nest Doorbells are exclusive to the Google Home app because we wanted to create an integrated experience with your speakers and displays. 

We're always looking for ways to improve and we'll take it as feedback. I'd suggest you send yours with our Send Feedback form to let the Google Engineering team know about your concern. While they won't respond directly back to you, this is the best way to let them know about this. 

Let us know if you have additional questions or concerns.

I appreciate the help, MplsCustomer and gilleslibre.

Regards,

Emerson